Support Account Manager - Federal

Support Account Manager - Federal

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

ServiceNow is seeking a motivated, collaborative, and customer-focused professional to join our Support Account Management (SAM) Services team. In this role, you'll work across a diverse portfolio of accounts, each with unique durations and business contexts. The SAM will be delivering both proactive and reactive support that drives customer success. This role also contributes to reviewing data and intelligence initiatives, enabling better outcomes and long-term value for customers and ServiceNow alike. We strongly encourage applications from early in career professionals and others returning to the workforce, including veterans and those re-entering the workforce.

Key responsibilities include:

• Serve as a trusted advisor across a portfolio of strategic customers, ensuring satisfaction and value realization
• Deliver data-informed insights to customers related to usage and proactive recommendations
• Coordinate regular engagement with stakeholders, including issue resolution, status updates, reporting, and value discussions
• Collaborate with internal teams across technical support, engineering, peer groups, and customer success to advocate for customer needs
• Contribute to internal and external data intelligence initiatives that improve service quality and business insights
• Work across accounts of varying size and duration, adapting to different goals and success criteria
• Act as an initial point of contact for the customer on impacting business-critical issues

To be successful in this role, we need someone who has:

• Basic technical knowledge of Cloud Solutions and Software architecture
• Understanding of best practices in IT (ITIL, Project Management Techniques, Role-Based Operations, etc.)
• Basic understanding of how to work AI into work processes and AI-powered tools
• Inquiring mindset with interest or experience in reviewing data and reporting
• Adaptable and comfortable in a fast-paced working environment
• Self-starter with the ability to work with limited supervision
• Eager to learn, grow, and contribute to a team-oriented culture
• Strong interpersonal and communication skills, with a passion for building trust and long-lasting relationships with customers and internal organizations
• Effectively manages conflict to foster productive outcomes
• Ability to coordinate tasks and responsibilities, ensuring customer satisfaction through hospitality by executing with attention to detail, accountability, and a proactive mindset
• Ability to understand the customer's planned activities, projects, events, and anticipate their needs, potential problems, and possible outcomes
• Ability to identify, assess, prioritize, and mitigate risks to the short, medium, and long term, to meet goals based on the customers planned activities

Nice to have:

• Familiarity with ServiceNow or similar ITSM/digital workflow platforms
• Experience working with large-scale customer environments
• Knowledge of data visualization or reporting tools
• Project or program coordination experience

For positions in this location, we offer a base pay of $102,600 - $169,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.